You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up. As practitioners, we are getting much better at making customer feedback operational. But as we ...

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...

Feedback is routinely requested and occasionally considered. Using feedback and doing something with it is nowhere near as routine, unfortunately. Perhaps this has been due to a lack of a practical ...

Meta’s investment in Scale makes one thing clear: in the era of foundation models, owning a high-fidelity data supply is the new strategic moat. But you don’t need to be Meta, or spend billions, to ...

Meaningful, consistent feedback is a key component of a high-performance workplace culture. In a 2022 Gallup survey, employees who received meaningful feedback in the previous week were four times ...